Missing Message Channels

Troubleshooting Missing Messaging Channels

If certain members cannot see or access specific messaging channels, follow these steps to restore access.

For Standard Users (Viewers, Parents, Players)

If you are missing a channel you expect to see, you likely do not have the permissions to fix this yourself.

• Action: Contact your Team Admin and request that they "Reset the Channel Membership" using the steps below.

For Team Admins: How to Force-Sync Channels

If a user is missing from a channel they should have access to, you can force a membership reset. This process will not delete any message history; it simply re-indexes the member list.

1. Navigate to Settings: Go to your Messaging Settings dashboard.

2. Verify Permissions: Ensure the correct channels are enabled for the specific user roles.

   Perform the "Toggle Reset":

   • Edit the Message Settings for your Team/Community
   • Find the channel that needs a reset and uncheck/disable it.
   • Click Save.
   • Immediately edit the Message Settings again and re-check/enable the same channel.
   • Click Save again.

Note: This action forces the system to re-add every eligible user to the channel, including those who may have accidentally opted out or left the group manually.

Why is this happening?

Usually, this is caused by a sync delay between the roster and the messaging module. By toggling the channel off and on, you are triggering a "Force Refresh" of the database for that specific group.